Someone Please Help - Line speeds have dropped off

[guppy02]

I am about to loose the plot.I can't get any support on live support and i hate dealing with people 1000's miles away in a call centre who just read scripts. I am a Shell customer when i dealt with them it was a UK call centre. Last time i had issues they just sent openreach which turned out to be a linefault he popped me on a clean pair.

I have tried and failed with live chat this morning. Who keep telling me my line is fine and test are fine at there end! Then has the brass cheek to tell me to upgrade my line if i want faster speeds! Which i know dam well im maxed out at.

My line usually sits stable at 25mb/5mb on FTTC. Yesterday afternoon for what ever reason this dropped to 8/0.2mb. I have tried two routers my own (Asus RT68U paired with a Huawei Openreach modem) and the one supplied by shell. Both have the same results. I have tried leaving and reconnecting and still same naff results. I am a homeworker and now tethering my phone which i can't do indefinetly. I am IT profesional granted not telecoms experts. Live chat just wanted to blame my wifi connectivity which is not the issue.

Has anyone dealt with support or have a number/person i can reach out who will actually help me?

[Karl-TalkTalk]

Hi

I've sent you a PM with the usual T&C's for an Openreach visit.

Thanks  

Karl. 

[guppy02]

Hi Karl,

Yes please. Lets see if this get us somewhere closer.

Thank you very much for you help and patience.

[Karl-TalkTalk]

Hi

In that case the only option is to progress towards an Openreach visit.  Would you like to arrange this now ?

Thanks  

Karl. 

[guppy02]

HI Karl,

This is my socket. As you can see i have removed the filtered plate. I am currently plugged into Sagecom router/modem and not openreach modem.

However i have been getting same results on both devices so im resonably sure its not a hardware issue.

socket

[Karl-TalkTalk]

Hi

OK, if throughput speeds are low direct at the test socket (you might need to use a microfilter also), and you are confident that it is not the router or device etc, then the next option is to arrange an Openreach engineer for you.  Would you like to progress towards this ?

Thanks  

Karl. 

[guppy02]

Hi Karl,

Thanks for the response. As instructed i am using a PC which is wired to the router and i removed the faceplate this morning so i can confirm i am in the test socket.

I have been trying to run this test twice tried in Chrome and Firefox it seems to hang on testing download. How big are the test files it trying to download? I left it for 15mins and got nothing back.  Latency on the last test was 19.7ms.

Ill leave it running while i get some lunch.

With regards to your hub thats great but my house is large I have i use an Asus router with their Zen mesh boosters wired back to the router. Stock routers are no good in my house. People laugh but i ran Cat6/network points to some of the rooms around the house when we did some work. 🙂

UPDATE - That doesn't work it freezes as soon as it attempts a download

[Karl-TalkTalk]

Hi

Had a look at your line and all tests are clear.  That's not to say there is not an issue, just that current tests are not picking one up.

The phone side of things looks fine also, no issues showing on the circuit.  Check your home phone, make sure there is a clear dial tone with no noise.

Next, only have the router connected to the master socket or 'Test Socket' if you have one.  Run a wired speed test via Sam Knows Speedtest  and let me know the results.

I also want to get a Wi-Fi Hub out to you for testing.  This is on the way.  This will allow us to see the actual throughput at the router and speeds to individual devices connected via our diagnostic tools, so can help spot an issue.

Thanks  

Karl. 

[guppy02]

Is there someone who can call me from techincal or someone i can call? Happy to troubleshoot but these questions you're asking i have already been through and done.

Frustrating me that when i chat with people they see what they want to see but there clearly an issue at my end. I just need someone to take a closer look with me.

[guppy02]

Wired or wireless make no difference. My router even has Speed tester plugin and its just as bad on that, than on devices. My PC is wired

Its not the devices causing the problem i get the same results no matter what router i use.
Asus results

[Debbie-TalkTalk]

Hi guppy02

Have you ran the speed tests on different devices? (including wired speed tests)

If you have tested with a different router and wired speeds are still low then we can arrange an engineer visit to investigate further.

[guppy02]

I have done this numerous times, even left it off overnight. I have swapped back and forth from my setup to the Shell Sagecom router. I get the same performance. I have removed the Openreach filter and plugged micro filter directly into the back of the socket used different RJ11 cables.

Everything was fine till about lunch time yesterday. I can't wait for my contract to end im done with land lines i am going to take my chances with 5G sims in future.

I have had issues with the line in the past this sounds very similar to when i was with Plusnet. They to sent an openreach engineer when this started to happen and turned out it was actually a line fault between the cab. 

[Debbie-TalkTalk]

Hi @guppy02 

Thanks for updating your Community Profile.

The line is currently in sync at 27.4mb.

Please can you power down your router for me for a full 30 minutes and then run another speed test?

[guppy02]

Updated. Thanks

[Debbie-TalkTalk]

Hi @guppy02 

I'm sorry to hear this.

Please can you add your name and landline number to your Community Profile, we can then take a look at this for you.

Thanks

Debbie